Top Takeaways: - You may not always be able to keep doing things the same way you have always done them, especially under time constraints. The ability to adapt is crucial. - Difficult, frightening and challenging times can become opportunities to really shine as a brand and as a company. - Show appreciation to your customers! Call them to thank them for their recent purchase without any sales agenda. This gesture goes a long way. - Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience. - A “luxury” experience does not mean a slow experience. Focus on creating an elevated sensory experience by meeting your customer where they are. - Not every moment within the customer experience is equal. Focus on managing the beginning, end, high points and pain points. - Brand promises of customer centricity were put to the test once the pandemic hit. Leaders and companies will be remembered for how they behaved during a crisis. - You don’t need to be perfect. Be honest and own your mistakes, and keep working to improve the world around you. - One of the most powerful things a leader can do is listen. That’s much of what customer service is all about. - The word for 2020 is empathy—followed by “you’re on mute!” Don’t lose hope, find the humor, and keep moving forward. Quote: “Leaders throughout the pandemic said they were moving between front, middle and back more than they’ve ever had to before. You have to have a fluidity of leadership style to a greater degree than prior to the pandemic.” About: Joseph Michelli, Ph.D., is a certified customer experience professional, international keynote speaker and the bestselling author of nine business books. He helps leadership teams improve the experiences they provide for team members and customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

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